The Modern Customer Podcast

In this episode of The Modern Customer Podcast , Krista Phillips, Chief Customer and Transformation Officer at M&T Bank , explains how a Fortune 500 bank turns half a million customer signals into CX execution. The conversation explores how structure, governance, analytics, and AI help move customer insight from feedback into action—while balancing digital growth with trust and prioritizing relati...

This week on The Modern Customer Podcast, Sven Gierlinger breaks down what CX leadership really looks like at scale. As SVP and Chief Experience Officer at  Northwell Health , Sven leads experience across one of the largest health systems in the country—bringing hospitality principles, cultural leadership, and practical technology into healthcare. 🎧 Listen to the full episode to learn what modern...

This week on The Modern Customer Podcast, Will Heywood , Chief Customer Officer of DHL Supply Chain North America, shares how the world's largest contract logistics provider applies AI where execution actually matters—inside warehouses, delivery networks, and daily workflows. Will breaks down his first 90 days as CCO, including owning growth targets and clarifying how customer experience is create...

Kidney care is one of the most complex—and overlooked—patient experiences in healthcare. In this episode of The Modern Customer Podcast, we explore how CX-aligned leadership can reduce friction and improve outcomes for people facing advanced kidney disease. Strive Health's Chief Customer Officer, Evelyn Goodfriend, shares what patient experience looks like up close, why traditional care models fal...

How is one of the largest health systems in Texas using AI to transform patient experience? This episode of The Modern Customer Podcast explores how Memorial Hermann Health System is applying AI, predictive analytics, and digital tools to redesign care for millions of patients across Houston. The conversation features Alex Greengold, Chief Consumer Experience Officer at Memorial Hermann, who bring...

The Hershey Company is transforming faster than ever—proving how CX and AI can modernize a 130-year-old brand at scale. This week on The Modern Customer Podcast , Tiffany Menyhart — Chief Customer Officer at The Hershey Company — shares how her team is reshaping customer experience across physical retail, e-commerce, and the rapidly expanding on-demand ecosystem. Hershey's results speak for themse...

AI is reshaping how companies build and scale customer relationships. In this episode of The Modern Customer podcast, learn how to use AI to strengthen customer trust, speed up execution, and prepare for voice-driven and multimodal CX. Nicholas Thorne , co-author of Me, My Customer, and AI , breaks down practical strategies for modern leaders. Nicholas is also the co-founder of Audos , and a partn...

This week on The Modern Customer podcast,  Michael Gerrish , Chief Marketing and Experience Officer at Blue Cross Blue Shield of Kansas , shares the strategy that transformed their organization. The key? Aligning Marketing and Experience to accelerate growth. Michael outlines how the unified CMXO role is responsible for making sure the brand's promises match the actual customer experience, driving...

This week on The Modern Customer podcast, Valarie Vest, EVP and Chief Experience Officer at Cambridge Investment Research , shares a strategic view of the transformative power of AI and its profound impact on the CXO role. As Cambridge's first CXO, Valarie highlights the crucial importance of a people-first approach amid rapid technological advancements. This episode delivers invaluable, practical...

WM serves 20 million customers by executing a unified, purpose-driven strategy. But how does a company of this scale truly guarantee reliable service? This week on The Modern Customer Podcast, Michael Watson , SVP and Chief Customer Officer at WM , explains this strategy. He details the company's unique operational model, which integrates sales, revenue, and customer experience functions under his...

This week on The Modern Customer Podcast, I'm joined by Michael Nguyen, Head of Customer Intelligence at Enterpret—the AI-powered customer intelligence platform used by leading brands like Chipotle, Notion, and Canva. We talk about how Enterpret helps companies move from fragmented feedback to real-time customer intelligence, including: ✅ Unifying every customer signal across surveys, support, an...

Forty percent of policyholders have no interaction with their insurer each year. Instead of seeing a compliance gap, Zurich's Chief Customer Officer, Conny Kalcher , saw a massive growth opportunity. This week on The Modern Customer podcast, Conny reveals the high-impact strategic framework she applied, leveraging decades of success at The Lego Group to transform Zurich Insurance . Her strategy, "...

Prologis owns 1.3 billion square feet of real estate, handling nearly 3% of the global economy. How do you lead B2B customer experience at that scale and secure your position in the future economy? This week on The Modern Customer, Scott Marshall , Chief Customer Officer at Prologis , shares how he drove the service model transformation surrounding industrial real estate (moving beyond "four walls...

Too many companies see AI only as a cost-cutting shortcut, rolling out rushed AI deployments that frustrate customers. But the real opportunity lies in everyday AI: using it to handle what humans don't do well, so people can focus on what they do best—building authentic customer relationships. This week on The Modern Customer Podcast, Henrik Werdelin, founder of BARK, Prehype, Audos, and co-author...

Great luxury brands compete on more than quality — they win on the experiences customers remember most. This week on The Modern Customer Podcast, Gaelle Devins, Chief Customer Officer at Breitling, shared how the Swiss watchmaker sustains loyalty by pairing world-class craftsmanship with emotional connection — and what leaders in any industry can take from it.  Key takeaways from the episode:  ✅...

This week on The Modern Customer Podcast, John Solomon, CMO of Therabody, shares how the company rebuilt its brand around the customer. By shifting from product-first to customer-first, Therabody expanded relevance, built trust, and strengthened loyalty. AI then pushed personalization even further—turning product use into connected experiences that grow with each customer. Highlights from our conv...

This week on The Modern Customer Podcast , Keith Farley, SVP of Individual Voluntary Benefits and Head of Customer Care Centers at Aflac, shares how the company blends AI and empathy to transform customer experience in insurance. Insurance is one of the oldest industries, yet it faces modern pressures of speed, digital expectations, and customer trust. Rather than choosing between technology and h...

This week on The Modern Customer Podcast, Dilip Bhatia , Chief Experience Officer at Lenovo, shares how Total Experience drives business outcomes. Lenovo , a $69B company operating in 180 markets, aligns every function around the customer—reducing churn, improving NPS, and embedding accountability. Guided by its vision of "Smarter Technology for All," the company combines culture, design, and tech...

AT&T serves more than 100M customers with the support of 140,000 employees. Keeping customer centricity alive at that scale takes real focus. On this week's Modern Customer Podcast, Jenifer Robertson, EVP & GM of AT&T Mass Markets and Mobility, joins the show. Jenifer was AT&T's first Chief Customer Officer, launching its customer-centric transformation, and she's been a champion for the customer...

Missed calls lead to customer frustration and lost revenue. Voice AI changes this. With voice AI, these missed opportunities can be transformed  into meaningful conversations that build loyalty and drive growth. On the latest The Modern Customer Podcast, I had a conversation with @Carson Hostetter, EVP & GM of AI + CX at @RingCentral, about how companies are using voice AI to: ✅ Replace outdated...

AI adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that scale agentic AI across voice, video, digital, and chatbot channels — without losing accuracy, compliance, or trust. In this sponsored episode of The Modern Customer Podcast , I speak with Rishi Rana, CEO of Cyara, about how Cyara's AI-powered customer...

This week on The Modern Customer Podcast , I sit down with Jeff Gelfuso, Chief Design Officer at Qualtrics, to discuss his People → Purpose → Products framework—a human‑first approach to customer experience that fosters loyalty, trust, and measurable results. Jeff shares how Qualtrics is transforming feedback with AI‑powered conversations that increase response rates by 10% and deliver twice the d...

What does it take to build a brand that earns loyalty across generations? Crayola is more than crayons—it's a creative ecosystem built on emotional insight, personalization, and purposeful storytelling. In this episode of The Modern Customer Podcast , Victoria Lozano, Crayola's Chief Marketing Officer, shares how her team designs meaningful experiences across every touchpoint. 📌 Highlights from t...

Verizon's customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On this episode of The Modern Customer Podcast , I'm joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer. With more than two decades at Verizon, Brian has led everything from network operations to product and marketing. Today...

How do you modernize customer experience in a legacy industry without losing the trust it was built on? That's the challenge Allison Landers, Chief Experience Officer of Banking and Lending at UBS, is solving every day. In this episode of The Modern Customer Podcast , Allison shares how UBS is scaling digital banking while preserving the high-touch service clients expect—and why CX is not just abo...